Employee/Customer Onboarding, Training and Enablement

What is Time to Proficiency and how does it affect your call center?

Greg DeVore - Sep 24, 2020 9:48:39 AM

Call Centers love metrics. We talk about QA scores, CSAT scores, Average Handle Time, Hold Time, etc., etc. But how much do you know about Time to Proficiency and how it affects your call center?

In this article we are going to dive deep into Time to Proficiency. We will answer the following questions:

  • What is Time to Proficiency?
  • How does Time to Proficiency affect the metrics in your call center?
  • How does Time to Proficiency affect the people in your call center?
  • How do you measure Time to Proficiency?
  • What are typical Time to Proficiency’s for call centers?
  • How much does a high Time to Proficiency cost your call center?
  • How can you decrease your Time to Proficiency?

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Why you shouldn't use ScreenSteps to create PDFs (and when you should)

Greg DeVore - Sep 22, 2020 7:49:27 AM

So, you just started a trial of ScreenSteps because someone told you it would be really easy to create guides with screenshots in them. Or maybe you just stumbled across ScreenSteps while you were searching around for a way to speed up the process of creating the help guides you need for your team.

And at this point, all you really want is to be able to create a Word or PDF file that you can give to people during training. You don't want to have to deal with publishing a knowledge base or having to send people logins to a new system.

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How Can You Write Better Call Guides for Reps Scheduling Medical Patients?

Jonathan DeVore - Sep 21, 2020 5:05:17 PM

We recorded an interview over Zoom to talk about some challenges you will experience when you try to create call guides for reps who are scheduling medical patients. The interview is broken up into several segments so you can scroll down to the section that interests you the most. Enjoy!

Topics: Call-Center- workflow article

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What Would ScreenSteps Consulting and Implementation Services Help Me Do?

Jonathan DeVore - Sep 17, 2020 10:34:08 AM

When you purchase ScreenSteps, you may need help migrating your existing processes and procedures into ScreenSteps and/or creating new ones from scratch. You can either do it all yourself, or you can partner with us to help out. Check out the video below and keep reading to see what the ScreenSteps consulting and implementation services include, and whether it's something you should consider.

Topics: consulting

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How Will Trainers Be Able to Do Their Job Better With ScreenSteps?

Jonathan DeVore - Sep 16, 2020 11:04:21 AM

If you are in charge of training employees (or you are in charge of creating training materials) and your organization is planning on using ScreenSteps, you might be wondering how you will use ScreenSteps to train employees. So in this post, I’m going to explain how ScreenSteps can help you become an even more valuable as a teacher/trainer/content creator.

Topics: Training- Learning

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How to measure the ROI of ScreenSteps in your call center

Greg DeVore - Sep 8, 2020 10:01:00 AM

Are you being asked to prove how ScreenSteps will benefit your call center? Don't you hate when you are super excited to implement something and those above you want proof that it will be worth it? It seems like so much extra work when you already know it's going to be worth it.

Don't worry. The good news is that proving a positive ROI with ScreenSteps is very easy, especially if you have reliable metrics. We love working with call centers that measure everything carefully because those call centers can quickly see how big of an impact ScreenSteps can make.

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How to write your first call flow if your call center doesn't have documented procedures

Greg DeVore - Sep 7, 2020 8:00:00 AM

Maybe you just got hired at your call center and have been tasked with creating call flows. Or maybe you have been working at the call center for a while now and have finally decided it is time to buckle down and write some call flows or call guides to support your agents.

Either way, the task can seem daunting. There is so much information to gather and so many questions:

  • What do you really need to include in a call flow?
  • What tools should you use to create the call flows?
  • What are best practices for writing the call flows?
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How Will My Call Center Reps Use ScreenSteps?

Jonathan DeVore - Sep 2, 2020 11:51:16 AM

If you're thinking about using ScreenSteps for your call center, one question that usually comes up is, "What will this look like for my reps when they use it?"

That's a great question! You don't want to use a solution that isn't going to work for your organization, so getting some intel on what ScreenSteps will actually look like when your reps have it pulled up on their screen is a wise move.

In this video, you'll see how and when ScreenSteps would be used by your reps, what it looks like to use the different types of resources, how they can organize ScreenSteps on their desktop/laptop computer, and you'll learn a few tips for improving adoption of ScreenSteps.

Topics: Call-Center

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What Type of Procedures and Guides Should You Send us?

Jonathan DeVore - Sep 1, 2020 12:08:03 PM

If you're trying out ScreenSteps to see if it will be a good solution for your company, the very best way to determine if it will meet your needs is to see YOUR procedures, guides, policies, and protocols IN ScreenSteps.

The problem is that, just like any new tool, it takes time to learn how to use ScreenSteps and it will take time to migrate content into ScreenSteps.

Topics: Call-Center

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What's the Process for Filling Up ScreenSteps with Content?

Jonathan DeVore - Sep 1, 2020 9:10:15 AM

If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are:

  1. "What does the process look like for filling up my knowledge base with content?"
  2. "How can we update and maintain ScreenSteps?"

Those are great questions! You and your team want to know what you're getting yourselves into when you purchase ScreenSteps. So we made a short video that explains how you go from an empty ScreenSteps knowledge base to a full ScreenSteps knowledge base, and what you can do to make sure it's always up to date with accurate information.

Topics: Call-Center- authoring

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